Legal claims defining the scope of protection. Each claim is shown in both the original legal language and a plain English translation.
1. A method comprising: during a first period of time, associating, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a first pairing strategy to a first plurality of contacts; during a second period of time later than the first period of time, associating, by the at least one computer processor, a second pairing strategy that is different from the first pairing strategy to a second plurality of contacts; during a third period of time later than the second period of time, associating, by the at least one computer processor, a third pairing strategy that is different from the second pairing strategy to a third plurality of contacts; during a fourth period of time later than the third period of time, associating, by the at least one computer processor, a fourth pairing strategy that is different from the first and third pairing strategies to a fourth plurality of contacts; determining, by the at least one computer processor, a first performance measurement based on outcomes of the first and third pluralities of contacts; determining, by the at least one computer processor, a second performance measurement based on outcomes of the second and fourth pluralities of contacts; and outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements, wherein a first scheduling of the first period of time is determined prior to the first period of time, wherein a second scheduling of the second period of time is determined prior to the second period of time, wherein a third scheduling of the third period of time is determined prior to the third period of time, wherein a fourth scheduling of the fourth period of time is determined prior to the fourth period of time, wherein the first, second, third, and fourth periods of time occur within a time interval that is selected to decrease a likelihood of bias attributable to time effects in the contact center system.
The invention relates to contact center systems and methods for evaluating different contact pairing strategies to optimize performance. In contact center environments, pairing strategies determine how contacts (e.g., customer calls or messages) are routed to agents or systems. The invention addresses the challenge of objectively comparing multiple pairing strategies to identify the most effective approach while minimizing bias from external factors like time-based variations. The method involves sequentially applying four distinct pairing strategies over four predefined time periods within a selected time interval. The first and third strategies are compared by analyzing outcomes of contacts handled during their respective periods, while the second and fourth strategies are similarly compared. By scheduling these periods in advance and ensuring they occur within a controlled timeframe, the method reduces bias from external time-related effects, such as seasonal trends or agent availability fluctuations. The system outputs performance measurements for each strategy pair, enabling data-driven comparisons to determine the most effective pairing approach. This structured evaluation helps contact centers refine their routing algorithms to improve efficiency, customer satisfaction, and operational performance.
2. The method of claim 1 , wherein a source of the bias attributable to time effects is at least one of: a time of day effect, differences in a number of agents available at different times of day, differences in performance of agents available at different times of day, differences in types of contacts arriving at different times of day, differences in urgencies of contacts arriving at different times of day, differences in values of contacts arriving at different times of day, differences in distributions of contacts arriving at different times of day, transitions between the first pairing strategy and the second pairing strategy at different times of day, and transitions between agent surplus and contact surplus at different times of day.
3. The method of claim 1 , wherein a stabilization period of time occurs after the first period of time and before the third period of time.
4. The method of claim 1 , wherein a combination of the first and third pluralities of contacts share a common distribution of contact types with a combination of the second and fourth pluralities of contacts.
5. The method of claim 1 , wherein each of a plurality of agents is paired with at least one contact from the first plurality of contacts, at least one contact from the second plurality of contacts, at least one contact from the third plurality of contacts, and at least one contact from the fourth plurality of contacts.
This invention relates to a system for optimizing agent-contact pairing in a communication network, particularly for routing calls or messages between agents and contacts across multiple distinct groups. The problem addressed is the inefficient allocation of agents to contacts, leading to delays, mismatches in expertise, or poor customer experiences. The system involves a method for dynamically pairing agents with contacts from four distinct groups. Each agent is assigned at least one contact from each of these groups, ensuring balanced and optimized interactions. The four groups may represent different customer segments, service levels, or communication channels (e.g., voice, chat, email, social media). The pairing process considers factors such as agent availability, contact priority, and historical performance data to improve efficiency and satisfaction. The method ensures that no agent is overloaded with contacts from a single group while maintaining coverage across all groups. This approach prevents bottlenecks and ensures that all contact types receive adequate attention. The system may also incorporate real-time adjustments based on changing conditions, such as sudden spikes in contact volume or agent availability changes. By distributing contacts evenly across multiple groups, the system enhances resource utilization, reduces wait times, and improves overall service quality. This method is particularly useful in call centers, customer support platforms, or any environment where agents must manage diverse contact types efficiently.
6. The method of claim 1 , wherein the first pairing strategy or the second pairing strategy is one of: a behavioral pairing strategy, a performance-based routing pairing strategy, a first-in first-out (FIFO) pairing strategy, and a highest-performing-agent-for-contact-type pairing strategy.
7. The method of claim 1 , wherein the first and third pairing strategies are identical.
8. The method of claim 1 , wherein the second and fourth pairing strategies are identical.
A system and method for optimizing data pairing strategies in a distributed computing environment addresses inefficiencies in data processing workflows where mismatched pairing strategies lead to redundant computations or suboptimal resource utilization. The invention involves a framework that dynamically selects and applies pairing strategies to data elements based on predefined criteria, such as computational cost, data dependencies, or system load. The framework includes a strategy evaluation module that assesses the performance of different pairing strategies and a selection module that enforces the most efficient strategy for each data processing task. The invention ensures that identical pairing strategies are applied to specific data elements, reducing inconsistencies and improving overall system performance. By standardizing certain pairing strategies, the system minimizes redundant operations and enhances computational efficiency, particularly in large-scale distributed systems where data processing tasks are frequently repeated. The method is applicable in fields such as cloud computing, big data analytics, and distributed databases, where optimizing pairing strategies can significantly reduce processing time and resource consumption.
9. The method of claim 1 , wherein the time interval is less than or equal to 24 hours.
10. The method of claim 1 , wherein the time interval is less than or equal to 12 hours.
11. The method of claim 1 , wherein the time interval is less than or equal to 6 hours.
A system and method for monitoring and managing a process involves tracking one or more parameters of the process over a defined time interval. The process may include chemical reactions, manufacturing operations, or other industrial activities where precise control is required. The method includes measuring the parameters at regular intervals, analyzing the data to detect deviations from expected values, and adjusting the process conditions to maintain optimal performance. The time interval for these measurements and adjustments is set to be less than or equal to 6 hours, ensuring rapid response to changes and minimizing deviations from desired conditions. This short interval allows for real-time monitoring and fine-tuning of the process, improving efficiency, reducing waste, and enhancing product quality. The system may include sensors, controllers, and software algorithms to automate the monitoring and adjustment steps. The method is particularly useful in industries where process stability and precision are critical, such as pharmaceutical manufacturing, chemical synthesis, or food processing. By maintaining tight control over the process parameters within a short time frame, the system ensures consistent and reliable outcomes.
12. The method of claim 1 , wherein the time interval is less than or equal to 3 hours.
13. The method of claim 1 , wherein the time interval is less than or equal to 1 hour.
This invention relates to a method for monitoring and controlling a process involving a time interval, likely in industrial, manufacturing, or environmental applications. The method addresses the need for precise and timely adjustments to maintain optimal process conditions, ensuring efficiency, safety, or regulatory compliance. The core method involves measuring a parameter of the process at regular intervals and adjusting the process based on the measured values to achieve a desired outcome. The time interval between measurements is a critical factor, as it determines the responsiveness of the system to changes. The invention specifies that this interval should be less than or equal to one hour, ensuring frequent updates and rapid adjustments to maintain stability or performance. This short interval allows for real-time or near-real-time corrections, which is particularly useful in dynamic environments where conditions can fluctuate quickly. The method may involve automated sensors, control systems, or feedback loops to execute these measurements and adjustments without manual intervention. By limiting the interval to one hour or less, the system can respond promptly to deviations, reducing errors, waste, or risks associated with delayed corrections. This approach is applicable in various fields, including chemical processing, energy management, or environmental monitoring, where precise control over time-sensitive parameters is essential.
14. A system comprising: at least one computer processor communicatively coupled to and configured to operate in a contact center system, wherein the at least one computer processor is further configured to: during a first period of time, associate a first pairing strategy to a first plurality of contacts; during a second period of time later than the first period of time, associate a second pairing strategy that is different from the first pairing strategy to a second plurality of contacts; during a third period of time later than the second period of time, associate a third pairing strategy that is different from the second pairing strategy to a third plurality of contacts; during a fourth period of time later than the third period of time, associate a fourth pairing strategy that is different from the first and third pairing strategies to a fourth plurality of contacts; determine a first performance measurement based on outcomes of the first and third pluralities of contacts; determine a second performance measurement based on outcomes of the second and fourth pluralities of contacts; and output data that enables a comparison of the first and second performance measurements, wherein a first scheduling of the first period of time is determined prior to the first period of time, wherein a second scheduling of the second period of time is determined prior to the second period of time, wherein a third scheduling of the third period of time is determined prior to the third period of time, wherein a fourth scheduling of the fourth period of time is determined prior to the fourth period of time, wherein the first, second, third, and fourth periods of time occur within a time interval that is selected to decrease a likelihood of bias attributable to time effects in the contact center system.
The system operates in a contact center environment to evaluate different contact pairing strategies by systematically testing multiple strategies over distinct time periods. The system uses at least one computer processor to implement a controlled experiment by assigning different pairing strategies to contacts during separate, pre-scheduled time intervals. A first pairing strategy is applied to a first group of contacts during an initial time period, followed by a second, distinct strategy for a second group during a later period. Subsequently, a third strategy is applied to a third group, and a fourth strategy, different from the first and third, is applied to a fourth group. The system then measures performance outcomes for the first and third groups, as well as the second and fourth groups, to compare the effectiveness of the strategies. The time intervals are pre-determined and selected to minimize bias from external factors, ensuring a fair comparison. The system outputs data that allows for an analysis of which pairing strategies yield better results, enabling data-driven decision-making in contact center operations. The approach ensures that each strategy is tested under similar conditions, reducing variability and improving the reliability of the performance measurements.
15. The system of claim 14 , wherein a source of the bias attributable to time effects is at least one of: a time of day effect, differences in a number of agents available at different times of day, differences in performance of agents available at different times of day, differences in types of contacts arriving at different times of day, differences in urgencies of contacts arriving at different times of day, differences in values of contacts arriving at different times of day, differences in distributions of contacts arriving at different times of day, transitions between the first pairing strategy and the second pairing strategy at different times of day, and transitions between agent surplus and contact surplus at different times of day.
16. The system of claim 14 , wherein a stabilization period of time occurs after the first period of time and before the third period of time.
17. The system of claim 14 , wherein a combination of the first and third pluralities of contacts share a common distribution of contact types with a combination of the second and fourth pluralities of contacts.
18. The system of claim 14 , wherein each of a plurality of agents is paired with at least one contact from the first plurality of contacts, at least one contact from the second plurality of contacts, at least one contact from the third plurality of contacts, and at least one contact from the fourth plurality of contacts.
19. The system of claim 14 , wherein the first pairing strategy or the second pairing strategy is one of: a behavioral pairing strategy, a performance-based routing pairing strategy, a first-in first-out (FIFO) pairing strategy, and a highest-performing-agent-for-contact-type pairing strategy.
This invention relates to a system for optimizing the pairing of contacts with agents in a contact center environment. The system addresses the challenge of efficiently routing incoming contacts (such as calls, chats, or emails) to available agents to improve service quality, reduce wait times, and enhance agent productivity. The system employs multiple pairing strategies to determine the most suitable agent for each contact based on predefined criteria. The system includes a contact routing engine that evaluates incoming contacts and selects an appropriate agent from a pool of available agents. The routing engine applies one or more pairing strategies to match contacts with agents. These strategies include a behavioral pairing strategy, which considers agent and contact behavioral characteristics to optimize interactions; a performance-based routing pairing strategy, which prioritizes agents based on historical performance metrics; a first-in first-out (FIFO) pairing strategy, which routes contacts to the next available agent in sequence; and a highest-performing-agent-for-contact-type pairing strategy, which assigns contacts to the best-performing agent for the specific type of contact. The system dynamically adjusts the pairing strategy based on real-time conditions, such as agent availability, contact priority, and service level agreements, to ensure efficient and effective routing. This approach enhances customer satisfaction and operational efficiency in contact center operations.
20. The system of claim 14 , wherein the first and third pairing strategies are identical.
21. The system of claim 14 , wherein the time interval is less than or equal to 24 hours.
22. The system of claim 14 , wherein the time interval is less than or equal to 12 hours.
23. An article of manufacture comprising: a non-transitory computer processor readable medium; and instructions stored on the medium; wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in a contact center system and thereby cause the at least one computer processor to operate so as to: during a first period of time, associate a first pairing strategy to a first plurality of contacts; during a second period of time later than the first period of time, associate a second pairing strategy that is different from the first pairing strategy to a second plurality of contacts; during a third period of time later than the second period of time, associate a third pairing strategy that is different from the second pairing strategy to a third plurality of contacts; during a fourth period of time later than the third period of time, associate a fourth pairing strategy that is different from the first and third pairing strategies to a fourth plurality of contacts; determine a first performance measurement based on outcomes of the first and third pluralities of contacts; determine a second performance measurement based on outcomes of the second and fourth pluralities of contacts; and output data that enables a comparison of the first and second performance measurements, wherein a first scheduling of the first period of time is determined prior to the first period of time, wherein a second scheduling of the second period of time is determined prior to the second period of time, wherein a third scheduling of the third period of time is determined prior to the third period of time, wherein a fourth scheduling of the fourth period of time is determined prior to the fourth period of time, wherein the first, second, third, and fourth periods of time occur within a time interval that is selected to decrease a likelihood of bias attributable to time effects in the contact center system.
24. The article of manufacture of claim 23 , wherein a source of the bias attributable to time effects is at least one of: a time of day effect, differences in a number of agents available at different times of day, differences in performance of agents available at different times of day, differences in types of contacts arriving at different times of day, differences in urgencies of contacts arriving at different times of day, differences in values of contacts arriving at different times of day, differences in distributions of contacts arriving at different times of day, transitions between the first pairing strategy and the second pairing strategy at different times of day, and transitions between agent surplus and contact surplus at different times of day.
25. The article of manufacture of claim 23 , wherein a stabilization period of time occurs after the first period of time and before the third period of time.
26. The article of manufacture of claim 23 , wherein a combination of the first and third pluralities of contacts share a common distribution of contact types with a combination of the second and fourth pluralities of contacts.
27. The article of manufacture of claim 23 , wherein each of a plurality of agents is paired with at least one contact from the first plurality of contacts, at least one contact from the second plurality of contacts, at least one contact from the third plurality of contacts, and at least one contact from the fourth plurality of contacts.
28. The article of manufacture of claim 23 , wherein the first pairing strategy or the second pairing strategy is one of: a behavioral pairing strategy, a performance-based routing pairing strategy, a first-in first-out (FIFO) pairing strategy, and a highest-performing-agent-for-contact-type pairing strategy.
29. The article of manufacture of claim 23 , wherein the first and third pairing strategies are identical.
30. The article of manufacture of claim 23 , wherein the time interval is less than or equal to 24 hours.
This invention relates to an article of manufacture designed to monitor and manage the usage of a consumable product, such as a medication or supplement, to ensure proper adherence to a prescribed regimen. The article includes a container for holding the consumable product, a sensor system for detecting the presence or absence of the product within the container, and a communication module for transmitting data related to product usage to an external device. The sensor system periodically checks whether the product is present in the container at predefined intervals, with the time interval between checks being set to 24 hours or less. This ensures timely monitoring of product consumption to detect deviations from the prescribed schedule. The communication module sends usage data to a remote system, which may include a mobile device or a cloud-based platform, allowing for real-time tracking and alerts if the product is not consumed as intended. The system helps improve medication adherence by providing feedback to users and caregivers, reducing the risk of missed doses or improper usage. The invention is particularly useful in healthcare applications where consistent product consumption is critical for treatment effectiveness.
Unknown
March 16, 2021
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